Job Description

Pepkor Vacancies – Middle Stage Collections Team Manager

About the Role

Pepkor Vacancies is seeking a results-driven Middle Stage Collections Team Manager to lead a high-performing Collections Team. This role is responsible for achieving business objectives by maximizing recovery of outstanding revenue on private label card accounts through effective planning, direction, and supervision of daily operations and team performance.

Key Responsibilities

Daily Operations & Collections Performance

• Lead day-to-day collections operations to achieve performance targets.
• Design and implement programs and procedures to improve collector productivity and effectiveness.
• Set and manage performance standards to drive operational excellence.
• Review delinquent accounts and guide agents in managing queues to reduce delinquency and minimize write-offs.
• Ensure correct collections procedures are followed and provide clear direction for continuous improvement.
• Implement section goals and objectives aligned to business priorities.
• Continuously improve operational processes while delivering quality customer service.
• Resolve customer complaints and queries professionally.
• Manage staffing forecasts and WFM schedule requirements.
• Identify potential fraud and manage special or high-risk accounts.
• Complete required administrative tasks accurately and on time.

Coaching, Mentoring & Team Development

• Identify training needs and ensure structured coaching and development plans are in place.
• Upskill team members in handling escalated customer queries.
• Develop team capability through motivation, counselling, soft skills training, and product knowledge education.
• Conduct weekly QA audits for all agents and provide constructive feedback.

Team Administration

• Ensure new starters transition effectively into the team and operations.
• Conduct probation reviews within the first three months of employment.
• Address behavioral matters in line with the Company’s Disciplinary Policy.
• Manage absenteeism and return-to-work processes in line with the Absence Management Policy.
• Maintain daily updates on IR, absence, and PIP trackers.
• Process leave transactions on ESS and manage waybills, overtime, and special time submissions to payroll.

Performance Monitoring & Reporting

• Set, track, and report on individual targets for each team member.
• Compile and analyze reports to manage departmental KPIs effectively.
• Conduct monthly performance reviews and address underperformance in line with the Performance Improvement Policy.

Resources & Capacity Management

• Manage staffing forecasts and capacity requirements.
• Support effective recruitment practices when appointing new team members.
• Ensure the team has the systems, tools, and resources required to meet expectations.

Job Requirements

Qualifications

• Grade 12

Experience

• Minimum of 5 years’ experience within a call centre environment.
• At least 3 years’ experience in a similar leadership role within collections.
• Proven experience in Employee Relations, poor performance management, and absence management.
• Experience leading and managing teams of 12 or more people.

Functional Knowledge & Skills

• Strong knowledge of collections processes and methodologies.
• Solid understanding of Retail Credit Account Management.
• Knowledge of the NCA as applied within a collections environment.
• Understanding of legal processes relevant to collections.
• Excellent communication skills with the ability to engage effectively at all levels and with customers and suppliers.
• Proficiency in MS Outlook, MS Word, and MS Excel.
• Strong understanding of account management principles and the consumer/retail credit environment.

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